According to a recent study, retail was found to be the leading industry for increased digital adoption by consumers, with remote purchases for goods like apparel increased by 40% and others, like groceries, up to 100%. Read more in Hitachi…
Customer journey just a couple of years ago would have taken days, weeks, or even months, now happens in a few seconds. All the steps of the consumer journey have effectively collapsed into one moment. Read more in zeusjones The…
Many people confuse customer experience with customer service, but they are not one and the same. Customer experience is actually the “umbrella discipline,” so to speak. “Customer service is what happens when the customer experience breaks down Read more in…
Service design is the bridge between strategy and customer experience. It is grounded in your company’s identity, capabilities, and chosen competitive path. It is activated when you rethink, reimagine, and re-create every stage and aspect of interaction between customers and…
Customers demand personal and relevant offers that come at the right time for them, not the company. The challenge is to better understand your customer data so that you can hone the timing and relevance of your message. Read more…
Responding to a more empowered buyer requires not only process adjustment but cultural ones as well. Recalibrating an organization towards a more customer-centric view is easier said than done. Read more in brandquarterly Brands And Customers Who Will Win? By…
